V2 Rubric Detail — 73abe9d2-81ff-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 16:49
Duration
11m 41s
Contact
702-325-7507
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00137687
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Account Issue/Linksys App Issue

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication2.50/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall20.4% (-5.5)

V2 Grader Summary

The agent failed to resolve any of the customer's issues and provided technically inaccurate information, specifically claiming the MBE7000 is no longer manufactured despite the KB listing it as current-generation Cognitive Mesh. No tools were used to address the account recovery issue, and no escalation was performed despite clear triggers. The call resulted in an unresolved outcome with incorrect product guidance.

V1 Case Analysis

Customer switching from Starlink to cable ISP needs to relocate MBE7000 primary node, configure wired backhaul, update firmware, and recover Linksys cloud account. Agent provided factually incorrect information about cloud service and product availability, gave no actionable steps, and call ended unresolved.

Troubleshooting Steps
  • Advised connecting one node to the new cable modem
  • Recommended resetting all mesh nodes without specific instructions
  • Stated MBE7000 should be the main node
Key Observations
  • Agent misbranded support as 'Linux support' instead of Linksys Support
  • Incorrectly claimed 'the cloud of Linksys will no longer be available' contradicting KB documentation
  • Incorrectly stated 'we no longer manufacture' the MBE7000 (MBE7000 is a current Cognitive Mesh product)
  • Provided no specific steps for Ethernet backhaul configuration, firmware update, or password recovery
  • Failed to verify or record device model/firmware information despite discussing multiple devices
  • Did not address cloud account recovery with valid solutions per KB (password reset via router or factory reset)
Positive Highlights
  • Correctly identified that one node should be connected directly to the modem
  • Correctly suggested resetting nodes when changing ISPs (though no procedure was given)
Agent Errors / Gaps
  • Misbranded support as 'Linux support'
  • Failed to verify or record device model(s), serial numbers, or firmware versions
  • Incorrectly claimed the Linksys cloud portal is discontinued
  • Incorrectly stated the MBE7000 line is no longer manufactured
  • Did not provide concrete instructions for resetting nodes, enabling backhaul, or updating firmware
  • Did not address the customer's account-recovery issue with a valid solution
  • Failed to explain how to configure wired backhaul between mesh nodes
  • Did not clarify that MBE7000 (Cognitive Mesh) and MX5300 (Intelligent Mesh) can coexist in a mixed network

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
No issue was resolved: account recovery not addressed, backhaul setup incomplete, node compatibility advice inaccurate, firmware update not confirmed.
R2 Partially Met Diagnostic thoroughness conf 88%
Agent advised resetting nodes due to ISP change and suggested connecting main node to modem — relevant but incomplete troubleshooting without follow-up steps or verification.
R3 Not Met Correct resolution path conf 94%
Agent incorrectly stated MBE7000 is discontinued and failed to guide customer to current compatible models (e.g., MX6200), misrepresenting product availability and support path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified need to reset nodes after ISP change and acknowledged cloud deprecation, but asked no diagnostic questions about firmware, topology, or sync issues.
T2 Not Met Appropriate tools / resources used conf 92%
No tools used — agent did not check account status, firmware versions, or cloud access despite customer’s login issue requiring backend insight.
T3 Not Met No misinformation conf 95%
Agent provided multiple technical inaccuracies: 1) Claimed MBE7000 is no longer manufactured (contradicted by velop_mesh_compatibility.md which lists it as Cognitive Mesh/Current Generation); 2) Claimed Linksys does not sell routers on their website (unsupported/contradicted by the existence of a support site and general business logic, though not explicitly in KB); 3) Failed to explain Cognitive vs Intelligent mesh rules for the mixed setup (MBE7000 must be parent).
Communication
C1 Partially Met Clear & professional language conf 82%
Agent used filler phrases and silences but did initiate response and acknowledge customer; minimal control but not fully reactive or lost.
C2 Partially Met Confirmed understanding conf 78%
Agent used simple terms like 'reset the notes' and 'connect to modem' which matched customer’s language, though no comprehension checks were made.
Customer Ownership
O1 Not Met Ownership & empathy conf 93%
Agent did not take ownership — offered no follow-through on account recovery, node compatibility, or setup steps, and allowed call to drift.
O2 Not Met Proactive follow-through conf 91%
No specific next steps given — no instructions on how to reset, which node to set as parent, or how to recover account; customer left with unresolved actions.
O3 Not Applicable Closure confirmation conf 80%
No prior case history referenced; this appears to be first contact, so continuity could not apply.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Customer had cloud login failure due to lost email and needed guidance on discontinued-to-current product migration — valid escalation triggers not acted upon.
E2 Not Met Escalation prep & handoff conf 95%
No escalation performed, so execution criteria (correct team, details, notification) were not met.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent remained polite and did not become impatient, but offered no empathy for customer’s frustration over lost access or ISP transition.
X2 Partially Met Tone & rapport conf 75%
Agent responded in rhythm with customer and avoided technical jargon, though tone was flat and engagement passive rather than adaptive.
X3 Not Met Overall experience conf 92%
Customer repeated model numbers and email issue; agent did not use available info to reduce repetition or streamline advice.
Call Transcript19 turns · 20 lines
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end-of-life products will have self-help options available. Please have your serial number ready and stay on the line for assistance. [silence] While waiting, you may also visit support.linksys.com for more information about your product.
00:00
Speaker 1
Hi, my name is Victor Lindberg. I have several of the Linksys mesh system, and I'm having, I'm going to change my ISP provider. I'm going to go into a cable instead of, right now, I'm on on Starlink and I was on a 5G wireless before. And I'm going to have to move it. I'm going to have to move it in because it's going to be cable now. I'm going to have to move my primary parent node to another bedroom rather than where I have it now just because of where the cable outlets are that come in. So, I've got a bunch of different Linksys nodes around the house. Mesh is not like my main node in the office. My office where it used to be, where the cable comes in and then you have and then you have A2, A2, D, E seven A pretty good signal to the the the links that are directly running off it are pretty good for being on mesh signal at the same time and not being doing a dedicated what's called dedicated backhaul. So if I attach my my cable modem to my to my main Linksys node up in the office. Simply, you know, what do I need to do to add it to the backhaul configuration? Because I've got one of those the extended Linksys out at 500 AC4000. catch AC 1900 the Velop. What firmware update do I need to do? Do I need to do a factory reset and if so, for which of the ones, or can you give me some generic steps I can take to get all my my Linksys set up with with my now with cable internet? [silence]
02:00
Speaker 2
Hello. Thank you for calling Linux support. This is Charm. How may I assist you today? [silence]
02:00
Speaker 1
I have one that's a, what is it, an MPE7000. And I have two of them, what is the model number on these? Oh, here it is. It's an MX5300. I have some older ones, but they're not staying connected. So, when I do that, can I move that MX back into the back bedroom and connect it to the new Koc cable modem? They're going to have an all-in-one cable router and a Wi-Fi. I was thinking I would just plug in my Node into the cable modem. Is that the right way to do this? Instead of trying to connect wirelessly to the other to my...
03:00
Speaker 2
All right. So
03:00
Speaker 1
my linksys nodes what would be the best, best way to do this there is no Okay. all right. Okay. so I need to reset them all. that that can that, so does it matter which one of my if I have a mixed styles of the
04:00
Speaker 2
All right so the best way to do it, sir is you should be, one of the nodes should be connected to your cox modem and then the other nodes, if you want to connect it via directly, you need to connect it via to the main node and then connect the child nodes and so on and so forth, if you want to connect it via, but you need to reset the notes sir since you mentioned that you want to change your Internet service provider and and you will have a new modem so that it will sync to your strip. Yes.
04:00
Speaker 1
Yes, it's the MBE 7000, that's the Mesh 7 system. That should be the main one. Okay. I'm thinking I might need to get another one of those, just to make sure that everything's staying. I guess I'll try it that way with the older nodes. They seem to be working okay, but I was considering just getting another another node, because I it's a big house and it's a ranch style and it's about 6,000 square feet and it's kind of long. So, right now I have it works well with where I have them, but I'm going to have to push this all the way back into the far back bedroom.
05:00
Speaker 2
Yes. . . Yes, since the NB7000 is the latest router. . . [ silence] that should be the main router, the one that will be connected to your modem. . . Yes. . . .
05:00
Speaker 1
which has the longest and the most walls between that and my office so I was thinking I'll probably end up having to end up getting another node. Yeah I think I'm from that back bedroom to my office is probably about a hundred and twenty and it has five or six walls that it goes through. So I think I'm I'm gonna think I'll probably end up getting another another node. Um my other problem and and I'll come back to that I don't know if that's something that you guys I I bought I bought equipment from Linksys before I don't know if that's still still the best way to do it or not but I'll come back to that in just a quick second. I just got a new a new phone uh
06:00
Speaker 2
The ideal distance of each node if you want to connect it directly to each node should be 30 to 90 feet away from each other.
06:00
Speaker 1
some a couple of months ago, I got the new Samsung DS26 and when I did that and every time in the past, everything's always kind of going or gone over seamlessly, but this time my app did not go over on my phone. And then when I went to go log into Linksys online, I can't do it and I can't reset my password because I've changed my uh my service provider uh years ago and it was back uh back when I this is probably six years ago I changed it and it was a Cox.net email address and now I've just I've been using my Gmail account. So when I went in to try to reset it, it asked me my email address and I give it my my Gmail account and it doesn't like it. It says, I don't have anything. It says, I don't have anything on that Gmail account. I'm sure it's on my Cox.net, that email but I have I don't have access to that. It's a dead email address. Is there any way to recover that account? So what would I do and then basically start a new account and then use the uh the qrc codes on each each one of the the each one of the routers to to set it up and set up a new password and et cetera et cetera et cetera. Will that have any go ahead. Okay. So the last question I guess on that is right now my system is even though you know when I got the cell phone
07:00
Speaker 2
hmmmmm we don't have that option sir, but since um the cloud of Linksys will no longer be available. You can just log into your router settings using the router password instead, without using your email and password anymore. hmmmmm. yes. Okay. hmmmmm Yes, you need to use the router password.
08:00
Speaker 1
Everything still works on my my wireless links this said up works seamlessly. When I go to change the password on this and uh set up this new account that won't interfere with any of the connectivity that I have right now. Okay. I'll go ahead and do that. Um, so last question I guess. So I'm I'm I think I'm going to just order one more one more node one of the uh MVE70s. And that's that is the newest that's the newest technology that you have on the the linksys routers, right? Okay. Then which one should I buy though? Then which node is still backward compatible to the equipment that I have currently?
09:00
Speaker 2
[ silence] No, sir. It's well-known [ silence] Yes, sir. It's a new technology, sir. But we no longer manufacture it. So, I cannot guarantee if it's still available in the market, sir.
09:00
Speaker 1
6,200. Okay, let me write that down. Okay. Those don't those numbers again, please. Those models again, please. 62 500, and the other one is LM 1600. What is which one should I buy with that with the equipment that I have right now. Which one is the is going to be the best for me. Okay. And that's the newest that's the new then, the, that's your current model, correct?
10:00
Speaker 2
Model chrono MX 6200 uh MX uh MX 6200 yes uh MX 6200 uh MX 6200 LN 1600 uh MX 6200 sir
10:00
Speaker 1
and you're not making the MD-7000s anymore? No. Okay. All right, I'll look for that. What is, is it, is my best option to buy that from, from Linksys direct or actually I can get it online in several different places, so... Okay. All right, thank you so much. I appreciate your help here this afternoon. Thank you. Bye-bye. [silence, silence, silence, silence]
11:00
Speaker 2
Yeah. No, sir. Yes, you need to purchase it online, sir, since Linksys don't sell any routers on our website. All right. Thank you so much also, sir, and have a good one. Bye for now.
11:00